Date ranges and trends
Widget dashboards currently filter by date only. Choose today, the last 7, 14, or 30 days, or a custom range of up to 90 days. Every widget query is limited to 90 days. The trend compares the current range with the previous range of equal length. Its direction shows whether the value increased or decreased.When values appear
Most ticket-level facts are calculated asynchronously after a ticket moves to Resolved or Closed, so they can take a short time to appear. Reopening the ticket clears those facts. They are recalculated from the ticket history after the next resolution. Some metrics are calculated live when the widget runs.Response and resolution time
First response time (FRT)
FRT is the business-hours wait until the first human response. Auto-replies, AI messages, workflow messages, and internal notes do not count as a human response. If AI replies before the first human, the ticket is omitted from FRT. The FRT widget shows the median and falls back to the average when a median is unavailable.Average resolution time (ART)
ART is the business-hours time from ticket creation to resolution or close. Time after a human agent reply is excluded until the customer responds. ART is used mainly in the agent leaderboard.Business hours
FRT and ART use your organization’s weekly schedule, special days, and timezone. If no business hours are configured, they use a 24/7 schedule.Support metrics
AI impact
Time and money saved are estimates, not measured payroll savings. Automation rate measures
AI’s share of work, not the share of tickets that included AI.
For each non-imported ticket with at least one tracked action, Chatarmin CX divides
AI-attributed actions by all tracked actions on that ticket. It then averages those ticket
percentages. By default, tracked impact actions are customer replies plus integration and
MCP actions. Actions from agents marked exclude from analytics (for example CSAT survey
agents) are omitted from both the AI and human sides of the rate.
CSAT
CSAT uses survey scores from 1 to 5. The score is the mean of submitted responses. Response rate is responded ÷ sent. CSAT widgets attribute survey throughput to the period when the survey was sent.Agent leaderboard
The leaderboard can compare own and helped resolutions, median response and resolution times, AI drafts, CSAT, and message activity where the viewer has permission.- Own resolution: the resolving agent was also the assignee.
- Helped resolution: the resolving agent was different from the assignee.
- Answered: unique tickets the agent replied to at least once in the selected period (counts once even with multiple replies; still-open tickets are included). Available in the table and in Over time / Compare.
Chart modes
The agent performance chart defaults to Over time. Switch in the chart header:- Over time (default): each visible agent as a series for the selected metric across the date range (hourly for short ranges, daily or weekly for longer). Any leaderboard metric can be plotted. Use Show for volume metrics (Total / Per day / Per hour), same as the table.
- Compare: rank agents by one metric (Y), or plot two metrics on a quadrant with X and Y selectors. Volume Show applies here too.